Make sure to use a listening URL to log in to the Sprinklr environment from the ones mentioned below while adding an account using the embedded signup flow:

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• You must have admin level access to your Facebook Business Manager and should be logged in to this account.

• Use Google Chrome for this step as other browsers might cause an error.

• Try to change the network as some networks might cause an error.

• If the error still persists, contact support by raising a ticket at tickets@sprinklr.com.

• Check if you have admin level access to the Meta Business Manager. To check for access, use this link. You will need admin level access to your Meta Business Manager for adding both Cloud API and On-Premise accounts.

• If you don’t already have a Business Manager account, you will have to create one. Follow these steps for Business Verification.

Business Verification is a Meta requirement for certain WhatsApp Business Platform capabilities.

Without Business Verification:

• Businesses can only add two numbers in their Business Manager.

• You cannot apply for an Official Business Account (green tick).

A WhatsApp Business Account (WABA) is an account for your business to send and receive messages through the WhatsApp Business Platform. It is managed using Facebook Business Manager and can have multiple phone numbers associated. 

A single WABA (WhatsApp Business Account) can have multiple phone numbers added under it. The hierarchy is FB BM -> WABA -> Phone Numbers. It is recommended that you add the new number in the already existing WABA to prevent cluttering as well as HSM template mapping convenience. However, if you want to maintain the quality ratings for individual numbers separately, you can create different WABAs.

• No, only your Display name will be visible to the end user.

• It's recommended that you use a naming convention while creating your WABAs for easy identification and scalability of multiple accounts. For example, if you're creating an account for Samsung MENA region, you could use the following naming convention: [Samsung MENA]-<country code>

You will receive an OTP from Meta while adding an account through the Embedded sign up flow.

You can receive the OTP either through SMS or a voice call.

We will raise a support ticket to Meta for getting IVR whitelisted numbers for receiving the OTP.

• Ensure that the phone number can receive OTPs via SMS or voice call. If the number is connected to an IVR system, complete the IVR whitelisting process before retrying.

• Ensure that the phone number has been deactivated from WhatsApp before starting the onboarding process.

• Yes.

• Businesses in Turkey can use the platform, but app users in Turkey cannot receive messages sent via Cloud API due to Meta country restrictions. Hence, we recommend adding an on premise account if your business has audiences in Turkey. Raise a support ticket at tickets@sprinklr.com.

To get a green tick, you must apply for a Official Business Account request. Please follow these steps to provide the details needed to apply for an OBA. Please note that the green tick approval is dependent solely on WhatsApp internal policy.

WhatsApp allows you to reapply for an OBA 30 days after the initial application. If needed, the request can be escalated by the Sprinklr Channel Partnership team.

Yes, to change your Display name please share the details of the new name with our support team. Follow these guidelines for selecting a Display name as WhatsApp might reject certain display names.

Yes, you can change these fields on the Sprinklr Platform. Follow these steps: Accounts – Select edit for the account you want to change these fields for – You can make changes in the Account Details section. Refer to Part 3 of this link.

Please refer to this article.

• For On-premise Accounts: 10 messages/second (only outbound) on request we can increase more

• For Cloud API Accounts: 80 messages/second (both inbound +outbound) - this can increase up to 1000tps -> need to submit a request to META

• Yes, we support Sending Surveys on Whatsapp using HSM Templates

• Within 24 hours of last customer message – Survey link or HSM

• After 24 hours of last customer message – Only through HSM

No, a single WhatsApp account cannot be added in two environments at the same time. If you want to switch environments for an account, it will have to be deleted and readded. 

This error occurs when WhatsApp is not active on the number you’re trying to send the message to.

• This status occurs when the quality rating reaches a low state. Businesses can't upgrade messaging limit tiers during the Flagged phase.

• If the message quality improves to a high or medium state by the seventh day from when your status was moved to Flagged, the status will return to Connected.

• If the quality rating doesn't improve, your status will still return to Connected, but you'll be placed in a lower messaging limit tier.

No, read notifications are only available for customers that have read receipts enabled. For customers that do not have it enabled, you only receive the delivered notification.

No. Sprinklr supports integrations with the WhatsApp Business Platform for customer messaging and related reporting. WhatsApp Channels are a separate Meta feature and are not supported through the APIs that Sprinklr integrates with. As a result, WhatsApp Channel performance metrics cannot currently be ingested into Sprinklr reporting or dashboards.